E-commerce
July 1, 2026
When tracking indicates “delivered” but the customer cannot find the package, proof of delivery becomes central. A signature, photo, drop-off point, building manager, neighbor, or locker can help, but they do not always resolve the dispute.
The chatbot must locate the available proof, explain it clearly, and launch an inquiry if the customer disputes the delivery. It must avoid concluding too quickly that the package was indeed received.
This guide shows how to use an AI chatbot to manage proof of delivery with clarity and empathy.
Summary
Why is proof of delivery sensitive?
For the carrier, a proof can close a delivery. For the customer, on the contrary, it can open a question: the photo does not show their entrance, the signature is not theirs, or the package was left in a risky place.
The chatbot must recognize this difference in perception. Proof must be examined, not brutally used against the customer.
A proof of delivery is used to understand what happened, not to close the conversation too quickly.
Convert over 2,000 customers on average per month with Qstomy.
The world’s 1st Shopify AI dedicated to customer conversion
Empowering 200+ e-commerce merchants
What evidence should be looked for?
The bot can search for a signature, a photo, a drop-off point, a recipient's name, a locker code, a carrier geolocation if available, a delivery time, and the delivery driver's comment.
It must also verify the address, the delivery method, the drop-off instructions, and the notifications sent to the customer.
How do you explain the proof?
The chatbot must translate the proof into plain language: “the photo appears to show a delivery in front of a door”, “the delivery is indicated at such time” or “a signature was recorded under such name”.
It must avoid disclosing unnecessary data or assuming that the person signing is known to the customer.
What to do if the customer disputes?
If the customer disputes, the bot must collect the useful information: verified neighbors, contacted relay point, mailbox, caretaker, instructions, disputed photo, and customer availability.
Then, it must transfer or open an inquiry according to the carrier procedure. The dispute must be treated seriously.
How to handle a missing proof?
Not all carriers provide the same proof. If no proof is available, the chatbot must state this clearly and check the other tracking details.
It can prepare an investigation request with the status, address, estimated time, and customer's account.
Which flow to follow?
The flow must find the proof without denying the problem.
Identify the order, carrier, address, and delivery status.
Search for proof: signature, photo, drop-off, recipient, or pickup point.
Explain the available proof with caution and confidentiality.
Collect the dispute and the verifications already made by the customer.
Escalate disputed proofs, untraceable parcels, damages, and carrier investigations.
Which messages should be used?
To search: "I will check if a proof of delivery is available for this order."
To explain: "The carrier indicates a drop-off at [time], with an associated photo if available."
To dispute: "If this proof does not match your situation, I can forward a dispute with your verifications."
When to transfer?
The transfer is necessary if the customer disputes the proof, if the package cannot be found, if the photo is inconsistent, if the signature is unknown, if the package is damaged, or if a carrier investigation must be opened.
The bot must transmit order, carrier, status, proof, address, time, dispute, customer verifications, and urgency.
Which KPIs should be monitored?
Track evidence consulted, disputed deliveries, inconsistent photos, unknown signatures, opened investigations, recovered packages, and refunds or reshipments after investigation.
This data helps identify the carriers, zones, or drop-off lockers that generate the most disputes.
Which mistakes should be avoided?
Avoid stating that the package is definitely received because proof exists, disclosing too much information, ignoring an inconsistent photo, or delaying a legitimate investigation.
The chatbot must use the proof as a starting point for a resolution, not as the end of the discussion.
How can Qstomy help?
Qstomy can connect the chatbot to orders, the catalog, promotions, production statuses, validations, carriers, and support rules to answer clearly, then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without inventing a delay, a discount, an approval, or logistics proof that has yet to be confirmed by a reliable source.
Explore AI support, the AI sales agent or request a demo.
Key takeaways
Key Takeaways
Proof of delivery must be retrieved, explained, and carefully compared against the customer's actual experience.
What the customer needs to understand
The customer needs to know what proof exists, what it shows, and how to dispute it if it does not match.
The chatbot's limits
The chatbot can view and explain the proof, but it must hand over disputes, missing packages, and carrier investigations.
Enzo
July 1, 2026
